Download - ITIL Foundation - ALC Training · PDF fileDiagrams used in the ITIL Foundation Workbook ITIL ... Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service

Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014

ITIL® FoundationDiagrams used in the ITIL FoundationWorkbook

ITIL® is a Registered Trade Marks of Axelos Limited. Sections of the ITIL®

Reference Manuals have been reproduced under licence from Axelos LimitedAll material copyright of ALC Education and Consulting Pty Ltd unless otherwise

indicated.The text in this courseware is based on the Official ITIL Best Practice

Publications, AXELOS MATERIAL 2011 EDITION: ITIL Service Strategy, ITILService Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual

Service Improvement

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Process Model

Process Owner hasresponsibility toensure processobjectives are met

Process can spanorganisational andgeographicboundaries

Process control

Process owner

Process policy

Process objectives

Processdocumentation Process feedback

Process activitiesProcess metrics

Process roles

Processprocedures

Processimprovements

Process workinstructions

Process resourcesProcess

capabilities

Process

Process enablers

Triggers

Processinputs

Processoutputs

Including processReports and

reviews

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Introduction Slide 16


Service Lifecycle

3

Each volume of the core is represented in theService Lifecycle:

Service Strategy represents policies and objectives.

Service Design, Service Transition and ServiceOperation are progressive phases of the Lifecyclethat represent change and transformation.

Continual Service Improvement represents learningand improvement.

The architecture of the ITIL Core is based on a Service Lifecycle.

Copyright © AXELOS Limited 2014 Reproduced under license from AXELOS

Continualservice

improvement Servicetransition

Servicestrategy

ServiceOperation

Servicedesign

Service Lifecycle Slide 25


Service Lifecycle

4

The business/customersRequirements

Change proposaland service charters

Servicestrategy

StrategiesPolicies

Resources andconstraints

Servicedesign

Servicetransition

Serviceoperation

Continualserviceimprovement CSI register, improvement

actions and plans

Achievementsagainst targets

Operational/liveservices

Businessvalue

Solutiondesign

Architectures Standards

Service design packages

New/changed/retired services

Testedsolutions

SKMS updatesImplementationOf transition plans

Serviceportfolio

Servicecatalogue

Serv

ice

know

ledg

em

anag

emen

t sys

tem

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Components of Value

• Services contribute value to an organisation only when their value isperceived to be higher than the cost of obtaining the service.

5

Preferences Perceptions

Value

Businessoutcomes




Value of a Service

6

Value of a Service:

Utility of a service - The functionality of an IT Service from the Customer's perspective(what the Service does)

Warranty of a service - The assurance that an IT Service will meet agreed requirements(how well it does it)


+

-++

+

Businessoutcomes

Business unit(internal customer)

Customer assets

Capabilities

Resources

Risks

Performancepotential

Demand

Service provider (IT)

Service assets

Capabilities

Resources

Costs

Servicepotential

Idle capacity

Service(utility and warranty) -



Value Creation

7

From the customer’s perspective, value consists of two primary elements: utility or fitness forpurpose and warranty or fitness for use.

Utility of a Service is perceived by the customer as animprovement in performance of tasks. Removal ofconstraints on performance is also perceived as a positiveeffect.

Warranty of a Service is derived from the positiveeffect being available, with sufficient capacity anddependable in terms of continuity and security.




Service Assets

8

Service Assets create value and comprise the capabilities andresources of a service provider



A Collection of Assets

9

Business unit

Asset

Create value

Consumeassets

Generate returns(or recover costs)

ProspectsCompetitorsRegulatorsSuppliers

Influence

Demand

Supply

Management

Organization

Processes

Knowledge

People

Information

Applications

Infrastructure

Financial capital

Coordinate,control, anddeploy

Customers

Goods/Services

Capabilities

Resources

Business unit

Service

Create value

Consumeassets

Generate returns(or recover costs)

ProspectsCompetitorsRegulatorsSuppliers

Influence

Demand

Supply

Management

Organisation

Processes

Knowledge

People

Information

Applications

Infrastructure

Financial capital

Co-ordinate,control anddeploy

Customers

Goods/Services

Capabilities

Resources




Service Portfolio

Copyright © AXELOS Limited 2014Reproduced under license from AXELOS

Service portfolio

Service catalogueServicepipeline

Retiredservices

Configuration management system

Customerportfolio

Applicationportfolio

Supplier and contractmanagement information

system

Customeragreement

portfolio

Projectportfolio CMDB

Service Strategy Slide 47


Demand Management Process

11

• Analyse and influence patterns of business activity (PBA) across the whole portfolio.• Study the customers’ business to identify analyse and modify patterns of business

activity.


Pattern of

business

activity

Business

process

Service

process

Demand

management

Capacity

management

plan

Incentives and

penalties to influence

consumption

Demand pattern

Service belt

Delivery schedule

Service Strategy Slide 53


4 Ps – Key Principles

The implementation of ITIL Service Management as a practice is aboutpreparing and planning the effective and efficient use of the ‘four Ps’:

12


People

Products/technologyProcesses

Partners/suppliers

Service Design Slide 66


Two-view CatalogueThe service catalogue

Businessprocess 1

Businessprocess 2

Businessprocess 3

Service A Service B Service C Service D Service E

Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

Links to relatedinformation

Service assets/configuration records

Key = Customer-facing services = Supporting services

Business/customerservice catalogue view

Technical/supporting service catalogue view




Three-view CatalogueThe service catalogue

Service A Service B Service C Service D Service E

Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

Links to relatedinformation

Service assets/configuration records

Key = Customer-facing services = Supporting services

Wholesale service catalogue view Retail service catalogue view

Wholesalecustomer 1

Wholesalecustomer 2

Retailcustomer 1

Retailcustomer 2




SLR, SLA, OLA & UC Relationship

SLR:• Documented business

requirements for target servicelevels

• Refined during the design processto eventually become a draft SLAduring pilot of the service

SLA:• Business focused language• Service Level focused and not a

repeat of process documentation

OLA & UC:• Documents that support the SLA• Content is technically focused

Business

Service LevelManager

SLA

VendorsInternalIT Units

OLA UC

Business

ServiceProvider

SLA

VendorsInternalIT Units

OLA UC

SLR




SLM vs. BRM

Business Relationship Management Service Level ManagementPurpose To establish and maintain a business relationship

between the service provider and the customerbased on understanding the customer and itsbusiness needs.

To identify customer needs (utility and warranty)and ensure that the service provider is able tomeet these needs.

To negotiate service level agreements(warranty terms) with customers andensure that all service managementprocesses, operational level agreementsand underpinning contracts areappropriate for the agreed service leveltargets.

Focus Strategic and tactical – the focus is on the overallrelationship between the service provider and theircustomer, and which services the service providerwill deliver to meet customer needs.

Tactical and operational – the focus ison reaching agreement on the level ofservice that will be delivered for new andexisting services, and whether theservice provider was able to meet thoseagreements.

Primarymeasure

Customer Satisfaction, also an improvement in thecustomer’s intention to better use and pay for theservice. Another metric is whether customers arewilling to recommend the service to other(potential) customers.

Achieving agreed levels of service(which leads to customer satisfaction).

16



Supplier Management Process

17Copyright © AXELOS Limited 2014Reproduced under license from AXELOS

Supplier strategyand policy

Definition of newsupplier and contract

requirements

Evaluation of newsuppliers and contracts

Establishment of newsuppliers and contracts

Management ofsupplier and contract

performance

Contract renewalor termination

Supplier and contractcategorization and

maintenance of the SCMIS

Supplier and contractmanagementinformation system

Supplier reportsand information



Tool Evaluation Process

18


Identifyrequirements

Identify products

Selection criteria

Short listing

Evaluate products

Scoring

Rank the products

Select product



Service Transition Overview

Copyright © AXELOSLimited 2014.Reproduced underlicense from AXELOS

Releasedeployment

Continual Service Improvement

Change management (4.2)

Auth

Auth Auth AuthAuth Auth Auth Auth

Service asset and configuration management (4.3)

Transition planning and support (4.1)

Managing people through service transitions (5)

Change evaluation (4.6)

BL BL BL BL BL BL BL BL

Servicestrategy

Servicedesign

Release

planning

Releasebuild

And testRelease

deploymentReleasedeployment

Review andclose

Serviceoperation

Release and deployment management (4.4)

Service validation and testing (4.5)

Knowledge management (4.7)

Focus of activityrelated toservicetransition

Other ITIL corepublications

ITIL process in servicetransition that supportsthe whole service lifecycle

Auth

BL

Change authorization

Point to capture baseline

Service Transition Slide 4


Normal Change Process

Changeproposal(optional)

Activities assigned to therole ‘change management’may be carried out by achange practitioner, achange authority or thechange management processowner, depending onorganizational design

*Activities to plan, createand deploy releases arepart of the release anddeployment managementprocess

RoleChangeinitiator

Changemanagement

Changemanagement

Changemanagement

Rejected

Rejected

Changemanagement

Changemanagement

Changeauthority

Changeauthority

Change management,change authority, change initiator

Create RFC

Record RFC

Review RFC

Assess andevaluate change

Authorize changebuild and test

Coordinate changebuild and test*

Authorize changedeployment

Coordinate changedeployment*

Review and closechange record

Requested

Ready for evaluation

Ready for decision

Authorized

Created

Scheduled

Implemented

Closed

Work flows

Work flows

Work flows

Upd

ate

info

rmat

ion

in C

MS

Copyright © AXELOS Limited 2014.Reproduced under license from AXELOS



SACM Process ActivitiesPlanning, management

resources, timeManagement supportWorking relationships

Resources, facilities, CMS andtools

Training and guidance

Policy, standards,strategy,

service portfolio,customer portfolio,

customer agreementportfolio,contract

requirements

Managementand planning

Requirements design,maintenance, release,

deployment,operations plans

Feedback

Configurationidentification

RFC/change to

CI

Control

Configurationcontrol

Change andconfigurationrecords and

documentation

Statusaccounting and

reporting

Physical CIs,test results

Audit/discoverytools

Verificationand audit

Configurationmanagement

plan

CI identification,naming,

labelling, data anddocumentation

Baselineand release ID

UpdatedRFC,

updated CI

Statusrecord/reportConfiguration

information andperformance

Action itemsConfidence

inservice and

infrastructure

Copyright © AXELOS Limited2014. Reproduced under licensefrom AXELOS



The DML & CMDB Interaction

DML

Physical CIs

Build new release

Electronic CIs

CMS

CMDB

Informationabout the CIs

Releaserecord

Test new release

Deploy new releaseCopyright © AXELOS Limited2014. Reproduced under licensefrom AXELOS



The unit may vary, depending on the type(s) or item(s) of service asset orservice component such as software and hardware.

Release Unit

A release unit describes the portion of a service or IT infrastructure that isnormally released together according to the organisation’s release policy.

A2.1.1

A3.1A2.2A2.1

A1 A2 A3

IT service A

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• Data is quantitative. Data isdefined as numbers, characters,images or other outputs fromdevices to convert physicalquantities into symbols, in avery broad sense.

• Information is defined asa message received andunderstood. In terms of data, itcan be defined as a collection offacts from which conclusionsmay be drawn.

DIKW Structure

• Knowledge can be defined asinformation combined with experience,context, interpretation and reflection.

• Wisdom is defined as the ability tomake correct judgements and decisions.

Copyright © AXELOS Limited 2014.Reproduced under license from AXELOS

Context

Data

Wisdom

Why?

How?

Who, what,When, where?

Information

Knowledge

Understanding



AccessManagement

EventManagement

RequestFulfillment

Processes and Functions

Functions

Processes

Service Desk

Self Help

Operations Management (incl. Ops Control and Facilities Mgmt.)

Technical Management

Application Management

IncidentManagement

ProblemManagement

Service Operation Slide 46


Local Service Desk

user user user

Service Desklocation C

Service Desklocation A

user

user

user

user

user

user

Service Desklocation B




Centralised Service Desk

Service Desk

Location A Location B Location C

Technical Mgmt Application Mgmt IT Ops Mgmt 3rd Party Support Request Fulfilment

2nd Line Support




Virtual Service Desk

Location A Location B Location C

SupportGroup

SupportGroup

SupportGroup

Virtual ServiceDesk

SD Analyst

SD Analyst

SD Analyst

SD Analyst

SD Analyst

SD Analyst




Follow the Sun Service Desk

Follow the SunService Desk

Follow the SunService Desk



Event Process

Event Occurs Eventnotification Event logged First-level event correlation

and filtering

Significance

Second- level eventcorrelation

Further action required ?

Responseselection

Auto response AlertIncident/ Problem/ Change

Humanintervention

Request actions

Review actionsEffective

IncidentManagement

ProblemManagement

ChangeManagement

RequestFulfilment

Eventdetection

Close event

Warning

Yes

Yes

Yes

IncidentProblem

Change

NO

Exception

Informational

This slide is based on theEvent Management process

flow from the officialpublication ITIL® ITIL®

Service Operation 2011edition.

Copyright © AXELOS Limited2014. Reproduced under

license from AXELOS



Incident ProcessEvent management Web interface Phone Call Email

Incident identification

Is this really anincident? No

Yes

To request fulfilment(if this is a servicerequest) or service

portfolio management(if this is a change

proposal)Incident logging

Incident categorization

Incident prioritization

Major incidentprocedure

Initial diagnosis

Major incidentYes

No

Yes YesFunctional escalation Functional escalation EscalationNeeded?

Yes NoManagement escalation Hierarchic escalation Investigation anddiagnosis

No

No

Resolutionidentified?

Yes

Resolution and recovery

Incident closure

End

No

Copyright © AXELOS Limited 2014.Reproduced under license from

AXELOS



Incident

Incident

Incident

IncidentIncident

ProblemKnown

Error

found

RFC

ProblemKnown

ErrorRFC

Incident – Problem – Known Error - Change

Incident Management

Fighting Symptoms

ProblemManagement

ChangeManagement

Finding & movingunderlying cause

Implementingthe Change




S e rv ic e D e s k

E v e n tM a n a g e m e n t

In c id e n tM a n a g e m e n t

P ro a c t iv eP ro b le m

M a n a g e m e n t

S u p p lie r o rc o n tra c to r

P ro b le m d e te c tio n

P ro b le m L o g g in g

P ro b le mc a ta g o riza t io n

P ro b le m P r io r it iza t io n

P ro b le m in v e st ig a t io na n d d ia g n o s is

W o rk a ro u n dn e e d e d ?

R a ise k n o w n e rro rre c o rd if re q u ire d

C h a n g e n e e d e d ?

P ro b le m re so lu tio n

R e so lv e d ?

P ro b le m c lo su re

K n o w n e rro rd a ta b a s e

R F CY e sC h a n g e

m a n a g e m e n t

Im p le m e n tw o rk a ro u n d

In c id e n tm a n a g e m e n tY e s

C M S

N o

N o

N o

Y e s

Problem Process

This slide is based on theProblem Management process

flow from the official publicationITIL® Service Operation 2011

edition.

Copyright © AXELOS Limited2014. Reproduced under license

from AXELOS



Proactive – Problem Management

Targeting preventiveaction

Majorproblem reviews Trend analysis




C h a n g e re q u e s t

S e rv ic e re q u e s t

H u m a n re s o u rc e sre q u e s t

A p p lic a t io n s c r ip to r re q u e s t

R e c e iv e re q u e st

V e rif ic a tio n

V a lid u se r?

V a lid re q u e st

R e q u e sta c c e ss

P ro v id e r ig h ts

L o g a n d tra c ka c c e ss

In c id e n t?

E n d

In c id e n tm a n a g e m e n t

S e c u rity m a n a g e m e n tin fo rm a tio n sy sy e m

Y e s

N o

R e m o v ea c c e ss

C h e c k a n d m o n ito rid e n tity s ta tu s

R e m o v e o rre str ic t r ig h ts

N o N o

Y e s N o

N o

Access Process

This slide is based on theAccess Management process

flow from the officialpublication ITIL® Service

Operation 2011 edition.

Copyright © AXELOS Limited2014. Reproduced under

license from AXELOS



Service desk

RFC

Web Interface

Phone call

Email

Receive request

Is this really aservice request

Request logging andvalidation

Validrequest?

Requestcategorization

Requestauthorization

Authorizedrequest?

Request review

Routerequest?

Request modelexecution

To incidentmanagement (if this isan incident) or serviceportfolio management

(if this is a changeproposal)

No

Yes

Return torequesterNo

Yes

Access management

FinancialManagement

Return torequesterNo

Yes

NoFunctionalescalation

Are any Cisimpacted?

Changemanagement

Yes Requestfulfilled

Return torequester

Request closureYes End

Financial management

Request fulfilment process

This slide is based on theRequest Fulfilment Management

process flow from the officialpublication ITIL® Service

Operation 2011 edition.

Copyright © AXELOS Limited2014. Reproduced under license

from AXELOS



CSI Approach


How do we keep themomentum going?

What is the vision?

Where are we now?

Where do wewant to be?

How do we get there?

Did we get there?

Business vision, mission,goals and objectives

Baselineassessments

Measurabletargets

Service and processimprovements

Measurementsand metrics

Continual Service Improvement Slide 9


The PDCA (Deming) Cycle

Continual quality control and consolidationM

atur

ity le

vel

ACT

CHECK

PLAN

DO

PlanDo

Check

Act

Project PlanProject

Audit

New actions

BusinessIT

alignment

Effective qualityimprovement

Consolidation of the level reachedi.e. baseline

Timescale


The PDCA (Deming) Cycle Continual Service Improvement Slide 10


Service Measurement

Main reasons to monitor and measure

1. To validate previous decisions.

2. To direct activities in order to meetset targets. It is the most prevalentreason for monitoring andmeasuring.

3. To justify, with factual evidence orproof, that a course of action isrequired.

4. To intervene when necessaryincluding implementing changes andcorrective actions.


To validate

To Justify

To direct

To interview

Your measurement framework



7-Step Improvement


Wisdom Data

InformationKnowledge

1.Identify the strategy forimprovement• Vision• Business need• Strategy• Tactical goals• Operational goals

2. Define what you willmeasure

7. Implement improvement 3. Gather the data• Who? How? When?• Criteria to evaluateintegrity

of data• Operational goals• Service measurement

6. Present and use theinformation

• Assessment summary• Action plans• Etc.

5. Analyse the informationand data

• Trends?• Targets?• Improvements required?

4. Process the data• Frequency?• Format?• Tools and systems?• Accuracy?

CHECK

DOACT

PLAN



Term DefinitionAlert (Service Operation) A warning that a threshold has been reached, something has

changed, or a Failure has occurred.Asset (Service Strategy) Any Resource or Capability. Assets of a Service Provider

including anything that could contribute to the delivery of a Service.

Availability (Service Design) Ability of a Configuration Item or IT Service to perform its agreedFunction when required. Availability is determined by Reliability, Maintainability,Serviceability, Performance, and Security.

Business case (Service Strategy) Justification for a significant item of expenditure. Includesinformation about Costs, benefits, options, issues, Risks, and possible problems.

Capabilities (Service Strategy) The ability of an Organisation, person, Process, Application,Configuration Item or IT Service to carry out an Activity. Capabilities are intangibleAssets of an Organisation.

Change types Primary 3 types of change – Emergency, Normal and Standard

Configurationitem

(Service Transition) Any Component that needs to be managed in order to deliver anIT Service.

Contract A legally binding Agreement between two or more parties.

Terms and Definitions


Terms and DefinitionsTerm DefinitionDML (Service Transition) One or more locations in which the definitive and approved

versions of all software Configuration Items are securely stored.Event (Service Operation) A change of state that has significance for the management

of a Configuration Item or IT Service.Governance Ensuring that Policies and Strategy are actually implemented, and that required

Processes are correctly followed. Governance includes defining Roles andresponsibilities, measuring and reporting, and taking actions to resolve any issuesidentified.

Impact (Service Operation) (Service Transition) A measure of the effect of an Incident,Problem or Change on Business Processes.

Incident (Service Operation) An unplanned interruption to an IT Service or reduction in theQuality of an IT Service.

KEDB (Service Operation) A database containing all Known Error Records.

Known Error (Service Operation) A Problem that has a documented Root Cause and aWorkaround.

Maintainability A measure of how quickly and Effectively a Configuration Item or IT Service canbe restored to normal working after a Failure.


Term DefinitionOLA (Service Design) (Continual Service Improvement) An Agreement between an

IT Service Provider and another part of the same Organisation.Problem (Service Operation) A cause of one or more Incidents.

Release unit (Service Transition) Components of an IT Service that are normally Releasedtogether.

Reliability A measure of how long a Configuration Item or IT Service can perform itsagreed Function without interruption.

Resources (Service Strategy) A generic term that includes IT Infrastructure, people, moneyor anything else that might help to deliver an IT Service.

Risk A possible event that could cause harm or loss, or affect the ability to achieveObjectives. A Risk is measured by the probability of a Threat, the Vulnerability ofthe Asset to that Threat, and the Impact it would have if it occurred.

Serviceability The ability of a Third-Party Supplier to meet the terms of its Contract.

Service Assets Any Capability or Resource of a Service Provider.

Terms and Definitions


Terms and DefinitionsTerm DefinitionService AcceptanceCriteria (SAC)

(Service Transition) A set of criteria used to ensure that an IT Service meets itsfunctionality and Quality Requirements and that the IT Service Provider is readyto Operate the new IT Service when it has been Deployed.

SKMS (Service Transition) A set of tools and databases that are used to manageknowledge and information. The SKMS includes the Configuration ManagementSystem, as well as other tools and databases.

Service Catalogue (Service Design) A database or structured Document with information about allLive IT Services, including those available for Deployment.

Service DesignPackage

(Service Design) Document(s) defining all aspects of an IT Service and itsRequirements through each stage of its Lifecycle.

Service Portfolio (Service Strategy) The complete set of Services that are managed by a ServiceProvider.

Service Provider (Service Strategy) An Organisation supplying Services to one or more InternalCustomers or External Customers.


Terms and DefinitionsTerm DefinitionSLA (Service Design) (Continual Service Improvement) An Agreement between an IT

Service Provider and a Customer.Supplier (Service Strategy) (Service Design) A Third Party responsible for supplying goods

or Services that are required to deliver IT services.Vital BusinessFunction

A Function of a Business Process that is critical to the success of the Business.

Utility (Service Strategy) Functionality offered by a Product or Service to meet aparticular need. Utility is often summarised as ‘what it does’.

Urgency (Service Transition) (Service Design) A measure of how long it will be until anIncident, Problem or Change has a significant Impact on the Business.

Warranty (Service Strategy) A promise or guarantee that a product or Service will meet itsagreed Requirements.

Workaround (Service Operation) Reducing or eliminating the Impact of an Incident or Problemfor which a full Resolution is not yet available.